When something goes wrong with your IT, one of the first questions businesses ask is:
“Do we need someone here… or can this be fixed remotely?”
The short answer: most issues can be handled remotely — but not all of them should be.
Here’s how to decide what actually works best for your business.
What Is Remote IT Support?
Remote IT support means issues are diagnosed and resolved without an engineer physically visiting your office or home.
This typically includes:
- Software issues
- Email and Microsoft 365 support
- User access and password resets
- Security monitoring and patching
Modern IT Support services rely heavily on secure remote tools — and for good reason. They’re fast, efficient, and minimise downtime.
Microsoft outlines how remote-first environments work securely here: https://www.microsoft.com/modern-work
What Is On-Site IT Support?
On-site IT support is exactly what it sounds like: someone shows up in person.
This is usually required for:
- Network and cabling issues
- Hardware installations or replacements
- Office moves or new setups
- Issues that can’t be diagnosed remotely
In these cases, having access to placed or on-site IT support is essential — not optional. Placed IT Support
The Pros and Cons of Remote IT Support
| Pros | Cons |
| Faster response times | Not suitable for physical issues |
| Lower cost | Requires stable internet connectivity |
| Less disruption to your team | |
| Ideal for day-to-day support |
For most SMEs, remote support handles 80–90% of IT problems efficiently.
The Pros and Cons of On-Site IT Support
| Pros | Cons |
| Hands-on solving | Slower deployment |
| Good for hardware | Higher cost |
| Handles complex issues | Not always needed |
On-site support works best when it’s planned and strategic, not reactive.
So… Which One Do You Actually Need?
In reality, it’s not an either/or decision.
Most growing businesses benefit from a hybrid IT support model:
- Remote support for speed and efficiency
- On-site support when physical presence matters
This approach is commonly built into structured options like a Business IT Support Contract, where both are available as needed.
Location Still Matters
Even with excellent remote tools, proximity helps when things go wrong physically.
If you’re based in Johannesburg, having local engineers available — for example IT support in Fourways — means faster on-site response when it counts.
What About Home Offices?
With more people working from home, support needs have shifted.
Remote assistance handles most home-user issues, but secure setups and device support still matter. That’s where Home IT Support fits in — same standards, scaled appropriately.
Remote IT support keeps businesses moving fast.
On-site IT support keeps businesses grounded.
The smartest setups don’t choose one — they use both, intentionally.
If you’re unsure what mix makes sense for your environment, you can explore more practical guidance on our blog or start a conversation via our contact page.
External references:
- Microsoft Modern Work: https://www.microsoft.com/modern-work
- NIST Cybersecurity Framework: https://www.nist.gov/cyberframework
